SYSTEM AND METHOD FOR AN OPTIMIZED, SELF-LEARNING AND SELF-ORGANIZING CONTACT CENTER
First Claim
1. A system for an optimized, self-learning and self-organizing contact center comprising:
- a topic-based routing module stored in a memory of and operating on a processor of a computing device;
an interaction information optimization module stored in a memory of and operating on a processor of a computing device; and
wherein the interaction information optimization module;
monitors all communication into and out of the contact center;
analyzes each communication stream to identify topic-related identifiers; and
creates optimized relationships between topic-related identifiers present in analyzed communications and business value-related topics attached to contact center resources using information theory algorithms and machine learning; and
wherein the topic based routing module;
receives a text request for assistance from a user via a network;
infers the topic distribution of the request based using an information theory algorithm;
receives an optimal contact center resource to service the request for information from the interaction information optimization module; and
routes the request to the contact center resource best suited to respond to the request.
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Accused Products
Abstract
A system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction.
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Citations
4 Claims
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1. A system for an optimized, self-learning and self-organizing contact center comprising:
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a topic-based routing module stored in a memory of and operating on a processor of a computing device; an interaction information optimization module stored in a memory of and operating on a processor of a computing device; and wherein the interaction information optimization module; monitors all communication into and out of the contact center; analyzes each communication stream to identify topic-related identifiers; and creates optimized relationships between topic-related identifiers present in analyzed communications and business value-related topics attached to contact center resources using information theory algorithms and machine learning; and wherein the topic based routing module; receives a text request for assistance from a user via a network; infers the topic distribution of the request based using an information theory algorithm; receives an optimal contact center resource to service the request for information from the interaction information optimization module; and routes the request to the contact center resource best suited to respond to the request. - View Dependent Claims (2, 3, 4)
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Specification